Operations Lead

About this role

At Zelis, we Get Stuff Done. So, let’s get to it!     A Little About Us   Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.

At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture.    A Little About You   You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

Position Overview The Operations Lead owns the operating model for the Agile PMO. That means defining how the team works, setting standards for delivery governance, driving PDLC adoption across Price Optimization, and leading the organizational change management needed to make those standards stick. This person thinks strategically about how Price Tech operates: what processes need to change, where the org is losing efficiency, and how to close the gap between how we work today and how we need to work in an AI-first world.

This person is not responsible for delivery health on a single product line. They are responsible for making the whole team operationally excellent. They create the frameworks, tooling, and habits that the Delivery Leads and Delivery Enablement Leads execute against. They have meaningful influence over delivery outcomes in one of the company's top product areas, and they own the operational thinking that makes that influence possible.

This is not a program manager role. It is not about tracking initiatives in Jira or keeping delivery status current. Those things matter, but they are a means to an end. The person we need thinks strategically about how the product organization operates: where the system is broken, what is slowing down delivery, and how to design something better. They have ownership of helping drive delivery operations across Price Tech at a scale where they can meaningfully influence business outcomes.

This is a rare combination of operational discipline and change management authority. They can write a governance framework on Monday, facilitate a difficult conversation with a skeptical engineering leader on Tuesday, and evaluate an AI tooling pilot on Wednesday. They operate at the intersection of strategy and execution, with the credibility to influence without direct authority across a large, complex organization. A traditional project or program management background is not enough. This role requires someone who has built or rebuilt how teams operate at scale, and who sees that work as a strategic lever, not an administrative function.

What You’ll Do: • Operating Model and Standards • Own the Agile PMO operating model: how the team is structured, how work flows, what cadences exist, and how performance is measured • Define and maintain delivery standards and governance frameworks used across all product lines • Ensure consistency in how teams track, report, and escalate across Pricing Solutions and Payment Integrity • Identify gaps between current operating practices and the target state, and build a path to close them • Serve as the primary author of PMO playbooks, standards documentation, and operational runbooks

• Change Management • Lead organizational change management for all major operating model shifts: PDLC adoption, AI tooling rollout, team restructuring • Build and execute change plans that address stakeholder resistance, communication gaps, and capability readiness • Partner with people leaders and HR to ensure transitions are handled well for the people affected • Track adoption metrics and adjust change strategy based on what is and is not working • Model transparent, direct communication with all stakeholders throughout periods of change

• PDLC Governance • Partner with product management leadership to define and enforce intake quality gates • Build the operational infrastructure around the PDLC: templates, tooling, training, and adoption tracking • Identify recurring intake quality issues and drive systemic resolution with product and engineering leadership

• Metrics & Operational Health • Define and own the PMO's operational health metrics: delivery predictability, intake quality, team velocity trends, and escalation frequency • Build executive-ready reporting that surfaces operational health without requiring manual assembly • Identify signals in the data that indicate systemic problems versus one-off issues • Own the Jira data quality program, ensuring reporting infrastructure is trustworthy • Present operational health to senior leadership with clear recommendations, not just status updates

• AI-First Operating Model • Lead the PMO's transition to an AI-first operating model, identifying where AI replaces manual work across reporting, documentation, and governance • Evaluate, pilot, and scale AI tooling across the team, working with technology partners to ensure appropriate integration and security • Own the AI transformation roadmap for the PMO, with measurable outcomes tied to efficiency and operational mat

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